In this guide
Capture the purchase essentialsSeparate payment from quantityShare only the relevant transactionRetain a clear amendment trailA recharge record should let an authorised colleague answer what was ordered, what was paid and what the provider confirmed. It should not require searching an unrestricted chat for a full bank statement. Use references and a private evidence location to keep the record proportionate.
Capture the purchase essentials
Record the supplier, provider account reference, request date, selected package, currency and full total. For the published 300-credit package, that is 300 credits at USD 1.39 each, total USD 417.00. Add the actual invoice or order reference supplied by the seller; do not invent one to make an incomplete record look final.
Separate payment from quantity
Store the payment reference and seller acknowledgment as money evidence. Store the confirmed credit application or balance result as quantity evidence. A payment receipt alone does not prove the credits have been applied, while a balance display alone may not identify the payment used.
| Record group | Relevant fields |
|---|---|
| Purchase | Quantity, total, currency, supplier reference |
| Payment | Transaction reference, confirmed status, actual amount |
| Application | Applied credits, confirmation time, account result |
| Evidence location | Restricted receipt and confirmation files |
Share only the relevant transaction
When a case requires a payment image, remove unrelated transactions, full card details, account balances and other personal information that does not help reconcile this purchase. Keep the actual transaction reference legible when the seller requires it. Use the established private route and the relevant recharge case.
Retain a clear amendment trail
If the seller corrects a receipt or clarifies the applied quantity, keep the correction connected to the original reference. Mark which record is current. Do not silently overwrite a value that explains a later discrepancy. The appropriate retention period depends on the business’s real obligations and needs; this guide does not prescribe a tax or legal retention rule.
Questions about this guide
Should every support agent have the full payment image?
Give access according to the task. An agent answering a service-status question may need the order reference and confirmed payment state, not the original payment image. Escalate the relevant evidence to the person who is actually reconciling the transaction.